ThriveDesk Changelog

The Editor, Rebuilt

Thu, 11 Jun 2026 00:00:00 GMT

We just launched a completely redesigned editor, rebuilt for replying, drafting, and note-taking.

Whether you’re sending a reply, adding a note, or picking up a saved draft, there’s less to fight with and more room to write.

Fresh Minimal UI

A cleaner, more focused workspace. Status, assignee, sender, and recipient fields are better organized so you can focus on writing, not hunting for controls.

Introducing New Editor ⌨️

Resize It Your Way

Need more room? Drag the editor taller. Prefer a compact chat-like view? Keep it small. It works however you like.

Preview Without Opening

Quickly preview replies and notes without having to open the editor. See what’s saved and jump back in only when you’re ready.

Smarter Drafting

Drafts now autosave in real-time and stay visible even if you close the editor. You can delete, reopen, or continue anytime — no more guessing if something saved.

Markdown + Slash Commands

Type faster with Markdown shortcuts and Notion-style / commands. Headings, code blocks, lists — all formatted without touching your mouse.

Redesigned Knowledge Base Search

The built-in article search is faster and returns better results. Find the right help article while replying, without breaking your flow.

Variable Chips

Variables now appear as visual “chips,” making them easy to insert, review, and edit in replies. It’s a subtle upgrade that makes templated replies cleaner and less error-prone.

Bring Your Own AI Key

Thu, 21 May 2026 00:00:00 GMT

You can now connect your own AI provider and use your own API key directly inside ThriveDesk. Whether your team prefers OpenAI, Claude, Gemini or another supported provider, you now have the flexibility to choose the model that best fits your business.

How to Connect

Head to Settings → AI Settings → Bring Your Own Key, pick a provider, paste your API key, choose a model, and save. ThriveDesk verifies your credentials automatically. Then toggle the provider on — and your AI features switch over instantly.

Only one provider can be active at a time. Switching is just a toggle.

Smart Fallback

If your key expires, runs out of credits, or the provider goes down, ThriveDesk will notify you by email and automatically fall back to ThriveDesk AI (Neo) so your team stays uninterrupted.

How AI Credits Work

A question we’ve received during beta testing is:

“If I’m using my own API key, why do I still need ThriveDesk AI credits?”

The answer is simple: when you use BYOK, you’re bringing the AI model, but ThriveDesk still provides the intelligence layer that makes AI useful inside customer support.

Every AI action performed through BYOK consumes just 1 ThriveDesk AI credit per task. Whether you’re generating a reply, summarizing a conversation, translating a message, or using AI assistance, each action costs a single credit.

Our goal was to keep pricing transparent and predictable while still allowing teams to benefit from ThriveDesk’s AI infrastructure.

Not ready to switch? ThriveDesk AI (Neo) remains active by default and requires no setup. You can go back at any time by simply disabling your custom provider.

Available on the Standard plan and above.

Read the full documentation →

Introducing Block Rules and Spam Protection

Thu, 23 Apr 2026 00:00:00 GMT

Spam and unwanted senders waste your team’s time. Now you have full control over what reaches your inbox — and what never gets in.

Blocking Rules

Head to Settings → Blocking Rules to set up your blocklist. Three ways to block:

Email Addresses — Block specific senders by email. Any future messages from that address go straight to spam, never touching your active inbox.

Domains — Block an entire domain at once. Add spam.com and every address from that domain is blocked automatically. No need to add them one by one.

Patterns — For advanced control, use regex or wildcard rules. Block anything matching *newsletter, a specific TLD like .xyz, or any custom pattern your team needs.

Spam conversations are automatically deleted after 30 days.

Exceptions

Blocked a domain but need to let a specific sender through? Use Add Exception to whitelist individual emails or entire domains. Anything added here bypasses all blocking rules — no exceptions to the exceptions.

Mark as Spam From Any Ticket

You don’t need to visit settings to block someone. Open any conversation, click the options menu, and select Mark as Spam. ThriveDesk will confirm the action and automatically add that email address to your blocklist. Future messages from that sender go straight to spam.

Unspam is Just as Easy

Made a mistake? Open the spam conversation, click Mark as Not Spam, and ThriveDesk will offer to move it back to your inbox and remove the contact from your blocklist — in one step.

Read the documentation →

Introducing Schedule Reply

Wed, 11 Mar 2026 00:00:00 GMT

You can now schedule replies to send at exactly the right time, without staying glued to your inbox.

Write your reply when it’s fresh, pick a time, and let ThriveDesk handle the rest.

How It Works

Just type when you want it to go out. No dropdowns, no date pickers. Use natural language commands like:

ThriveDesk parses it instantly and confirms the exact date and time before you commit.

next friday 10pm
tomorrow 9am
in 3 hours

Send Conditions

Not every scheduled reply should fire unconditionally. That’s why we give you two options:

If no reply — Sends your message only if the customer hasn’t replied before the scheduled time. Perfect for follow-ups you don’t want to double-send.
Regardless — Sends no matter what. Great for time-sensitive messages, reminders, or confirmations.

Timezone-Aware Scheduling

Scheduled replies respect your agent timezone, so messages land at the right local time — not 3am. Make sure your timezone is set correctly under Settings → Personal → Preferences.

Manage Everything from the Later Queue

All your scheduled replies live in the Later section of your ticket sidebar. Edit or cancel any scheduled reply before it goes out — full control, no surprises.

Snooze Conversations

Mon, 09 Mar 2026 00:00:00 GMT

Some conversations aren’t urgent today but will matter later. Chasing a customer response? Waiting on an internal update? Instead of leaving tickets cluttering your inbox — or worse, forgetting them entirely — you can now snooze them and have them reappear at the right time.

✨ Snooze From Anywhere

You don’t need to open a conversation to snooze it. ThriveDesk gives you three ways to trigger it:

Conversation header — click the clock icon in the top-right corner of any open conversation
Reply editor — snooze while composing a reply, right from the bottom toolbar
Conversation list — right-click any conversation or use the options menu directly from your inbox

Natural Language Time Input

When you hit snooze, a Snooze until… modal appears. Type when you want it back in plain English:

Or use a precise format like 03/05/2026 08:00 AM if you need exact control. Either way, ThriveDesk confirms the exact date and time before you confirm.

tomorrow at 3pm
next wednesday
in 2 hours
friday 10am

Two Snooze Conditions

Choose how the snooze behaves if the customer replies early:

If no reply — the snooze clears automatically if the customer responds before the scheduled time. This is the default, and it works well for follow-ups.
Regardless — the ticket stays snoozed until your chosen time, no matter what. Useful when you need to resurface it on your schedule.

Managing Snoozed Conversations

All snoozed conversations move to the Later folder in your sidebar, out of your active inbox but still one click away.

A yellow clock icon appears over the contact’s avatar in the conversation list so you always know what’s snoozed at a glance
Hover over the clock icon in any conversation header to see the exact reappearance time
Need to reschedule? Click the clock icon again, pick a new time, and hit Update Snooze
Need it back immediately? Open the conversation, click the clock icon, and hit the red Unsnooze button

Timezone Setup

Snooze times respect your agent timezone — so a 9am snooze lands at your 9am, not the server’s. Set your timezone by clicking your avatar in the bottom-left corner, then selecting your timezone from the dropdown. You can also jump there directly from the Snooze modal via the update timezone link.

Read the full documentation →

Undo Send — Take Back a Reply Before It’s Too Late

Thu, 05 Mar 2026 00:00:00 GMT

We’ve all been there — you hit Send and immediately spot a typo, realize you forgot an attachment, or just change your mind. Starting today, you have a short window to pull it back.

Undo Send delays your outgoing emails by a few seconds, giving you just enough time to cancel before the message leaves your inbox.

How It Works

Once enabled, every reply you send will be held briefly before going out. A countdown appears — and if you need to cancel, one click pulls it back instantly. No awkward follow-up emails, no “please ignore my last message.”

Configurable Cancellation Window

You choose how long the delay lasts. Head to Settings → Personal → Preferences → Undo Sending and pick what works for you:

A longer window gives you more time to catch a mistake. A shorter one gets your reply out faster. Pick whichever fits how you work.

5 seconds
10 seconds
15 seconds
20 seconds
30 seconds

Custom Fields Now Work with the Chat Widget

Sun, 22 Feb 2026 00:00:00 GMT

Last month, we launched Custom Fields for Tickets, so your team could capture structured data right inside every conversation.

Today, we’re taking that one step further.

You can now add custom fields to your chat widget’s contact form – giving you richer insights before a ticket is even created.

Custom Fields Inside the Chat Widget - ThriveDesk

✨ What’s New

This means less back-and-forth, better routing, and faster resolutions.

Select up to 5 custom fields to include in your chat widget’s contact form
Field types supported: dropdown, text input, and toggle
Your visitors will fill these out before submitting a message
All responses appear directly in the ticket sidebar

💡 Use it to:

Setup is easy — just head to Neo → Open chat widget → Home Widgets → Contact Form → Custom Fields, toggle on what you need, and go live.

Ask for order numbers, product areas, account URLs, or custom tags
Auto-assign tickets based on dropdown selections
Collect key info before your team even replies

Improvements & Bug Fixes

Core

Refactor: core architecture refactor & modernization
Fix: Inbox View Clutter
Fix: Drafts folder shows sent emails
Fix: change contact not working issue
Fix: active link issue
Fix: search state issue
Fix: chat widget not found error
Fix: Neo infinite api calling
Fix: EDD data display issue
Fix: Draft issue fixed
Fix: Chat widget duplication issue resolved
Fix: Orphan chat widget navigation handled
Fix: ai settings not saving issue in chat widget
Fix: verify email modal visibility issue

Knowledge Base

Fix: Featured category selection issue by comma-separated slugs
Fix: Vimeo Link Insertion Issue in Edito
Fix: TOC links scrolling behind sticky header in documentation layout
Feat: KnowledgeBase API
Feat: Article autosaving & versioning

Mobile App

NEW: Swipe Actions on Tickets
NEW: @Mentions in Notes
Feat: new dashboard page for better insights.
Improvement: added more context and info to the live chat feature (i) button.

Introducing Custom Fields for Tickets

Wed, 28 Jan 2026 00:00:00 GMT

Whether you need to track a customer’s subscription tier, a product version, an internal status, or anything in between, you can now capture that information right inside each ticket.

You get structured context on every ticket that adapts to how your team already works.

How To Add Custom Fields in Ticket - ThriveDesk

Why Custom Fields?

Every support team has its own workflow and data needs. Custom Fields allow you to collect and organize additional data on tickets beyond the standard fields. Imagine being able to log the product version, customer tier, issue category, or any other key detail relevant to a conversation – all within the ticket view. With these fields, you can:

Custom Fields give your team the full context on each issue at a glance, and give managers clean data to analyze and improve support operations.

Extend the data you collect on each ticket, ensuring all relevant info is captured.
Maintain consistent, structured data using predefined options (no more messy free-form notes).
Improve reporting and automation by filtering and running reports on custom field values. Identify trends or trigger workflows based on field data with ease.
Never miss critical info – mark important fields as required, so agents must fill them before sending a reply. No key detail falls through the cracks.

New Field Types – No Code Needed

We’ve made Custom Fields flexible enough to capture various types of information without any coding or technical setup. You can choose from four field types when creating a custom field:

All it takes is a few clicks in the Inbox Settings to add a new field – no scripts, no forms to code. In fact, creating a custom field is as easy as naming it, choosing the field type, and (if it’s a Dropdown) adding your options.

Once created, custom fields live right where you need them: inside the ticket interface. You can even set default values or mark fields as required with a toggle.

If a field is marked required, agents are reminded to fill it in before sending a reply, so important data is always collected as part of the normal workflow.

Dropdown: A predefined list of options to select from (perfect for things like issue category or product area). Define your own options – no coding, just point-and-click.
Single‑line Text: A one-line free text field for short inputs (e.g. an order ID or a short note).
Multi‑line Text: A larger text box for longer inputs (great for descriptions, internal notes or troubleshooting steps).
Toggle: A simple on/off switch for yes/no or true/false values (ideal for boolean data like “Paid Customer?” or “Urgent Issue”).

In-Ticket Experience

Custom Fields sit in each ticket’s sidebar, giving agents immediate access to context. In this example, selecting a “Product Area” reveals relevant sub-fields like GitHub link, Linear link, and notes, keeping everything relevant to the issue at hand.

The interface is clean and agent-friendly. Thanks to conditional logic, you can configure fields to show or hide based on another field’s value, so agents only see what’s relevant to the ticket they’re handling.

Learn More & Get Started

Ready to set up Custom Fields? Our Help Center has a step-by-step guide for creating and using them, with screenshots and tips. Check out the full documentation here: Custom Fields Documentation.

We built Custom Fields with feedback from teams like yours, and we’re glad to finally put it in your hands. Use it to tailor ThriveDesk to how you work, from more personalized support to automation and reporting.

Introducing iOS App v2.0

Tue, 09 Dec 2025 00:00:00 GMT

We rebuilt the ThriveDesk iOS app with a new interface, better navigation, and tools that help agents get more done on their phone.

This is our biggest iOS update yet.

Redesigned Conversations List

The conversations list has been fully redesigned with improved spacing, sharper typography, and cleaner message previews.

You can now scan conversation states, participant details, and unread messages much faster.

New Conversation Detail Screen

We redesigned the conversation detail screen to give agents a clearer workflow.

Information is now grouped logically, action buttons are easier to reach, and message histories are displayed more clearly.

Whether you’re replying, assigning, or reviewing context, everything is quicker to get to.

Floating Quick Action Bar

The new floating action bar follows you as you navigate inside a conversation.

Assigning teammates, updating statuses, adding tags, or replying can now be done in one tap.

This eliminates unnecessary scrolling and menu diving, helping you move through conversations much more efficiently.

New Reply Editor

Replying is now faster and more informed with the redesigned editor. You can type while simultaneously viewing the full conversation history, preventing context loss and mistakes.

Formatting is sharper, input handling is smoother, and saved replies are right there for quick responses.

The entire navigation system has been improved to feel more predictable and effortless. Switching between inboxes, opening conversations, moving back and forth, and accessing settings now feels much more natural.

Whats next?

We’re improving the live chat flow to make it feel more natural on mobile. In the next release, expect a better live chat experience along with full custom fields integration.

Introducing Split Conversations: Create Focused Threads With One Click

Tue, 18 Nov 2025 00:00:00 GMT

Support emails have a way of drifting. One thread starts as a billing question and picks up two unrelated bugs along the way.

Now you can pull those messages out into a new conversation with its own subject, instead of forcing everything into one long thread.

Each conversation stays on one topic, so it’s easier to reply to and easier to track.

How It Works

You can split any part of a conversation with just two clicks:

Read more on our split conversation documentation.

Open the message options menu.
Select Split conversation to create a new conversation.

WordPress Plugin (Version 2.1.5)

Fixed PHP date warnings.
Fixed search result “object object” output error.
Corrected broken documentation links.

Android App Update

Introducing the “All” Folder: View every conversation across inboxes in one place, so you have full visibility on mobile.

New delivery status badges: Messages now clearly show Failed or Bounced states for quick troubleshooting.

Improved Stability: Fixed issue where some conversation pages appeared blank.

Improvements & Bug Fixes

Neo’s static UI text can now be translated, allowing you to localize your support experience.
Page titles now update instantly when the subject changes.
Conversation navigator updates correctly when the assignee changes.
Fixed undefined filter issue on the conversations page.
Fixed undefined runtime errors.
Corrected assignee button width to prevent layout breaking.
Added missing status thread event for more accurate updates.

Fix bad subjects

Tue, 04 Nov 2025 00:00:00 GMT

It helps you keep subject lines clear and relevant, especially when a conversation changes direction.

Renaming a subject – does it alter the conversation for client?

Nah, the original subject name remains visible to the client. So, when you rename a thread, it’s essentially for your and your team’s own benefit – making it easier to keep track and stay sane.

Merge Bulk Conversations, Unified Inbox & Chat Widget API Update

Thu, 30 Oct 2025 00:00:00 GMT

Merge Multiple Conversations at Once

You can now merge several conversations together in one action. It’s a quick way to clean up duplicate tickets and keep a single thread per issue.

Inbox Enhancements

The All menu in the inbox sidebar now lets you view every ticket in one place, across all filters and categories. This makes it easier to stay on top of everything happening in your workspace.

We added a new Assistant(‘ready’, callback) API, allowing developers to trigger specific actions once the chat widget is fully loaded. Read more in our developer guide.

Improvements

Resolved freezing issues caused by missing agent identifiers.
Ensured the active organization updates correctly after accepting a workspace invitation or being redirected from an invite link.
Added “All Conversations” option for better filtering.
Improved LiveChat subheader translations.
Removed the reject button from the discard draft modal.

Bug Fixes

Fixed an issue where contact names were not properly appended in the identify method.
Resolved a problem where drafts and internal notes were visible on the client ticket view in the WordPress Portal.
Fixed a bug where closed conversation timestamps weren’t appearing correctly when creating new tickets.
Fixed conversation counts in lists and removed trashed or closed items.
Fixed crawling issues for websites with over 100 URLs.
Fixed z-index issue with WebSocket toaster notifications.
Fixed tag search not working in automation.
Fixed “inbox undefined” issue affecting visibility.

Live Chat Comes to Android

Fri, 17 Oct 2025 00:00:00 GMT

💬 Live Chat — Reimagined

The Live Chat module has been fully rebuilt for speed and stability. You can chat with customers in real time, manage threads, and handle replies from your Android device.

⚡ Major Features & Improvements

There’s also a new customizable toolbar that puts key actions within quick reach.

Attachment Support: Send and view file attachments directly from chat.
Instant Replies: Quickly respond with saved replies that automatically replace placeholders.
Rich Text Editor: Format your messages with bold, italics, links, and more for a polished look.
Chatbot Events: Smoother chatbot interactions with better event handling.
Custom Toolbar UI: The new editor toolbar has been redesigned for a cleaner, more intuitive feel.

🧭 UI & Theming Enhancements

We refined the entire interface for a more polished experience. The navigation header uses clear icons, dark mode colors are perfectly balanced for readability, and the Saved Replies screen now looks and feels consistent across all devices.

Cleaned up navigation: Correct icons now appear in the chat header for better orientation.
Night Mode Fixes: Text and colors now adjust properly for dark mode so everything stays readable.
Consistent Saved Replies UI: Standardized icons and spacing for a uniform look across devices.

🪄 Stability & Fixes

Performance and reliability have been improved across the app. Contact replies now appear instantly, images load properly, and chat lists show complete messages. Notifications are smarter, alignment issues are fixed, and data refreshes automatically when switching inboxes or organizations.

Real-time Contact Replies: See customer replies instantly within mobile threads.
Clear Message Context: Agent and client replies are visually distinguished, including agent attribution.
Pagination & Scrolling: Fixed issue where the last message wasn’t visible in the chat list.
Image Loading: Resolved the bug causing long images to load indefinitely.
Page Navigator: Fixed style inconsistencies when switching between views.
Actor Notifications: Mobile app now correctly ignores actor agent notifications.
Option Alignment: Adjusted general option alignments for a cleaner UI.
Data Refresh: Saved replies now refetch properly when switching organizations or inboxes.

Introducing the ThriveDesk AI Experience

Wed, 01 Oct 2025 00:00:00 GMT

No more juggling between multiple pages or waiting for updates to apply.

Unified AI Interface

All AI settings are now organized in a single interface, making it easier to configure and manage your chatbot without switching between pages.

Instant Embedding

Training data is now embedded instantly. Upload a doc, tweak a knowledge source, or add a website page—your chatbot learns it on the spot, without delays.

AI Playground

Test Neo’s replies before deploying to your site. Don’t like the answer? Hit “Improve” and refine it right away.

Chat With Your Files

Upload docs, PDFs, HTML, or spreadsheets and start chatting with them instantly. Neo can now read and respond directly based on your files.

AI Identity

Give your chatbot an identity—change its name and icon to better align with your brand.

Smarter Knowledge Handling

Newly added docs are auto-indexed for faster availability.
You can now disable individual docs or website pages from training sources when needed.
You can now create an AI chat widget from the same page, without navigating elsewhere.

Bug Fixes

Fixed spacing issue in inbox signature.
Fixed issue where empty messages could be sent in live chat.

Disable Auto-Advance Ticket and Android App Update

Mon, 22 Sep 2025 00:00:00 GMT

Disable Auto-Advance to Next Ticket

By default, after you send a reply, ThriveDesk can automatically move you to the next ticket in your queue. This is designed to speed up high-volume support workflows where agents are moving quickly through many tickets.

For teams that prefer more control, you can now disable auto-advance. Header over to Settings > Personal > Preferences to disable the option.

Mobile App – Android

Dashboard now stays in sync even when data mismatches occur.
Real-time updates are powered by WebSockets for smoother performance.
Added filters for tags and teammates, making it easier to narrow down conversations.
Improved thread message rendering for a more consistent experience.
Resolved issues where threads or notifications sometimes appeared blank.

Improvements

More refinements to message rendering for better readability.

Bug Fixes

Fixed dark mode inconsistencies across the app.
Fixed tag search issues on the conversation page.

Toggles & Steppers Blocks for Knowledge Base

Sun, 21 Sep 2025 00:00:00 GMT

New Blocks for the Knowledge Base

Custom Toggle Block – Add collapsible sections to your articles, making them cleaner and easier to navigate.

Stepper Block – Perfect for tutorials and guides, this block lets you break processes into clear, step-by-step instructions.

Conversation Preview Fix

Collapsed threads now display the correct message excerpt, giving you accurate previews without confusion.

Custom Chatbot Branding & Smarter AI Copilot Actions

Wed, 10 Sep 2025 00:00:00 GMT

Customizable AI Chatbot

You can now set a custom name and logo for your AI chatbot, aligning it more closely with your brand identity.

AI Copilot Enhancements

Added AI summary and draft actions, making Copilot more proactive in assisting with replies.
Introduced a Generate AI Draft button for quicker response creation.
Copilot now has specific styling for a clearer, more distinct experience.

Improvements

Default suggestions are now persisted, so they remain consistent between sessions.

Bug Fixes

Fixed scrolling and “load more” chatrooms not working properly on large screens.

Shareable Live Chat Links & Right-Click Menu for Conversations

Mon, 01 Sep 2025 00:00:00 GMT

Shareable Live Chat Links

You can now generate a shareable link for live chats, making it easier to share specific conversations with teammates.

A new context menu lets you quickly:

This speeds up conversation management without extra clicks.

Open conversations in a new tab
Change status
Set priority
Assign an agent

Improvements

Reduced unnecessary API calls for chat messages.
Refactored inbox dropdown for better stability and performance.

Bug Fixes

Fixed pagination not working in the Q&A section.
Fixed issue where only the last message appeared in live chat.
Fixed notifications showing even after viewing a message.
Fixed email visibility issue where older emails disappeared after opening one.

WordPress Plugin Security Fixes & App Usability Improvements

Thu, 28 Aug 2025 00:00:00 GMT

WordPress Plugin v2.1.2

Fixed an issue where post sync checkboxes were not saving properly due to a data processing error.
Fixed array data corruption during sanitization in form submissions.
Fixed cache not being cleared after saving settings.
Added proper nonce verification for stronger form security.
Improved data sanitization by handling arrays and strings separately.
Enhanced security with stricter nonce validation and user capability checks on form submission.

ThriveDesk App Updates

Fixed inbox selection dropdown not working in the chat widget creation modal.
Fixed scrolling issue on the saved reply screen.
Added a close button to the saved reply modal for easier navigation.

Real-Time Label Updates & Thread Editor Controls

Wed, 20 Aug 2025 00:00:00 GMT

Real-Time Label Updates

Labels (tags) on conversations are now updated instantly via sockets. They can be added, removed, or modified in real time—without duplicates or lag—keeping the entire workspace in sync.

Skeleton loading has been added to both the Knowledge Base docs sidebar and chat widget articles, improving the user experience when loading content.

Thread Action Editor

A new minimize/maximize option makes it easier to manage the editor while working inside threads.

Improvements

Updated page size options on the conversations page for more flexibility.

Bug Fixes

Fixed issue where chatroom last message wasn’t appearing in lists or message views.
Fixed chatroom updates not reflecting correctly when agents accepted conversations.
Fixed overlay stacking issue in the change contact modal.

Bulk Actions, Smarter Attachments & Smoother Chat Performance

Sun, 10 Aug 2025 00:00:00 GMT

Bulk Actions in Conversations

You can now assign agents, change status, set priority, and add labels in bulk. This makes managing multiple conversations at once far easier.

Smarter Attachments

Audio files now appear first with a built-in audio player.
Other attachments (images, videos, PDFs, documents, archives) are grouped with appropriate icons and thumbnails.
Non-audio attachment counts are clearly displayed.
Attachments are ordered more consistently for quick scanning.

Smoother Chat Experience

Chats feel faster and more polished with animated scrolling to top when messages are sent, a new scrollbar in the navigator, and scoped scrollbars for chatroom lists. We also added skeleton loaders for widgets and fixed multiple widget rendering issues.

Improvements

Streamlined toolbar with reusable controls and consistent styling.
Customizable placeholders and scalable priority icons for pickers.
Reduced message width for better readability.
Styling refinements for messages and teammate display.

Bug Fixes

Fixed incorrect total number display.
Fixed performance issues slowing down the editor.
Fixed Reply-To header handling to properly use From name when missing display name.
Fixed issue where pictures weren’t showing when new chatrooms were created from socket.
Fixed widget re-rendering and visibility issues when switching rooms.
Fixed editor not clearing on second message.
Prevented rare errors when displaying status icons/classes for unknown statuses.

Real-Time Chat Updates & Smarter Attachments

Tue, 05 Aug 2025 00:00:00 GMT

A new skeleton loader improves perceived performance when switching conversations, while responsiveness issues in the navigator have been fixed. Infinite scrolling has been added for both chat rooms and messages, with loading indicators for smoother browsing.

Attachments Made Easy

You can now drag and drop files into the input field to attach them. Attachments are only enabled when an agent is connected, and a new error component provides clear feedback for failed uploads.

Real-Time Conversations

We’ve enhanced real-time updates with better caching, audio notifications for new messages, and more responsive state management. Chat room sorting, avatar display, and actor information in messages have all been improved for a cleaner experience.

Improvements

Forward email input field now shows helpful hints.
Added current agent name and time-ago display in chat.
Updated avatar image styles for consistency across messages and profiles.
Adjusted chat room list layout, spacing, and font weights for better readability.
Message content rendering improved with better HTML sanitization and more flexible display.
Refined avatar sourcing and streamlined rendering logic for efficiency.

Bug Fixes

Fixed visibility issue preventing the settings menu from displaying.
Fixed null room ID issue.
Fixed disappearing messages when rooms were closed.
Fixed z-index issues when skeleton loader and settings were open.
Fixed multiple runtime null errors.
Fixed issues when closing or switching chat rooms to ensure smoother transitions.

Smarter Scraping, Improved Conversations & Performance Fixes

Thu, 31 Jul 2025 00:00:00 GMT

Smarter Scraping

Scraping is now more reliable with duplicate URL detection, validation, improved rate limiting, and better memory use. Batch scraping runs faster and handles errors more gracefully.

Improved Conversations

The conversation list now displays accurate counts, latest messages, and smarter sorting. Conversation headers also show avatars and statuses of teammates currently viewing or replying—making collaboration more transparent.

Improvements

Error messages in AI sources now display more specific details.
Conversation counts refresh automatically when switching inboxes.
Navigation to docs is now consistent across the app.
Performance improved with reduced re-rendering and fewer API calls.

Bug Fixes

Fixed disappearing excerpt after sending a message.
Fixed incorrect arrangement of new chats.
Fixed issue where new messages appeared in the wrong chat room.
Fixed wrong inbox conversation showing in live chat.
Fixed infinite loading caused by URL mismatch in socket.

Refined Navigation, Improved Labels & Cleaner Conversation UI

Wed, 23 Jul 2025 00:00:00 GMT

We’ve refreshed the contact UI and introduced a new conversation navigator toggle. This makes it easier to switch between views and quickly manage conversations.

Label Management

Inbox labels now include “see more” and searching options for faster access. In addition, a new pagination option has been added in label settings, making label-heavy workspaces easier to manage.

Improvements

Repositioned documents in the ThriveDesk header for better accessibility.
Long excerpts in chat navigator are now truncated for cleaner display.
Updated conversation layout for more consistency across views.

Bug Fixes

Fixed loading issue in chat widget settings.
Corrected time duration display in chat navigator.
Fixed wrong excerpt issue in live chat navigator.

Refined Chat Widget Settings & Smarter Search Filters

Wed, 16 Jul 2025 00:00:00 GMT

The chat widget settings panel has been refactored with a cleaner UI and skeleton loaders for the Q&A section. Debounce has been added to reduce unnecessary updates, and clearer error messaging helps when credits run low.

Smarter Search & Filtering

Search now supports multiple selection in filters, giving you more flexibility when narrowing results.

Improvements

Updated per-page option in the Q&A section.
Enhanced tab highlights and padding adjustments in chat widget settings.
Small UI updates for consistency.

Bug Fixes

Fixed issue where drafts closed the entire auto-reply flow.
Fixed multiple inboxes showing after creation.
Fixed flickering issues in AI settings.
Fixed problems with multiple search filters not working as expected.

AI Auto-Reply Config, Smarter Prompts & Live Chat Feedback

Mon, 07 Jul 2025 00:00:00 GMT

Smarter AI Configuration & Processing

We introduced a new AI auto-reply configuration with enum support and refined AI prompt logic for better tag and priority classification. Async processing for AI agent actions has been enabled, improving performance and reliability. Each workspace now enforces unique AI settings for cleaner management.

Improved Classification Prompts

Support message classification prompts have been simplified with clearer instructions and improved examples. This ensures higher accuracy and more consistent labeling across conversations.

Feedback & Knowledge Source Management

Live chat now includes feedback submission with validation and rate limiting, allowing customers to suggest better Q&A content. AI settings also display detailed counts of knowledge sources by type and parent, helping teams better manage their knowledge base.

Improvements

Event handling improved for tags and conversations.
Event-driven processing added for saved reply embeddings.
Inboxes can now dynamically access chat widgets.
AI setting responses now include detailed knowledge source counts.
Config merging improved for AI settings, with chatbot enablement flag added.
Updated mappings, validation, and source type naming for clarity.

Bug Fixes

Fixed message filter logic for AI actions.

Deprecations & Cleanup

Removed old AI chatbot feedback method.
Deprecated legacy controller and request classes for knowledge source management.
Removed unused enums, factories, and token models.
Simplified token usage tests for easier maintenance.

Redesigned Live Chat, Smarter AI Chatbot & Knowledge Hub

Thu, 26 Jun 2025 00:00:00 GMT

Redesigned Live Chat

We’ve refreshed the live chat interface with a modern header design, agent avatar and name, and a new expand/shrink button for better usability. Messages now follow a cleaner visual hierarchy, and agent replies have been redesigned for readability.

Smarter AI Chatbot

The AI experience is now more interactive with stream animations, a thinking state indicator, and a toggle switch to easily enable or disable the chatbot. A new “Improve Answer” button allows you to refine AI responses by submitting feedback directly.

Knowledge Hub Q&A

You can now manage a dedicated Q&A section inside Knowledge Hub and Copilot settings. With full create, read, update, and delete (CRUD) support, this makes it easier to expand and fine-tune your knowledge sources.

Improvements

AI chatbot settings now support more customization and data sources.
Upgraded AI knowledge source integration for better accuracy.
Improved chat room filtering by correctly distinguishing human vs. chatbot conversations.

HelpScout Migration

Mon, 16 Jun 2025 00:00:00 GMT

You can now migrate from HelpScout into ThriveDesk. Bring your conversations, contacts, and history with you, so you switch without starting from scratch.

Bug Fixes

Fixed incorrect messages appearing during bulk deletion actions in search.
Fixed an issue where assignee and status updates displayed incorrectly while sending messages.
Corrected formatting issues with lists and bullet points for better readability.
Fixed an error message that appeared after successfully taking over a draft.
Fixed unnecessary alerts showing when browser tabs were closed or reloaded while saving drafts.

ZenDesk Migration & Smarter Contact Management

Wed, 04 Jun 2025 00:00:00 GMT

ZenDesk Migration

You can now migrate from ZenDesk directly into ThriveDesk. Bring over your existing data and get started without losing your history.

Knowledge Base docs now remember whether you last expanded or collapsed them, so your preferred view sticks. We also added an event dispatcher to the chat widget, giving developers more flexibility when working with integrations.

Better Contact Management

You can now create contacts directly from the contact details panel, persist CC/BCC fields when saving drafts, and see the actor’s email as a tooltip when hovering over a contact in thread view.

Improvement

Streamlined UI with meaningful component class names for easier maintainability.
Refined contact details panel to support direct contact creation.

Bug Fixes

Fixed shortcut unsubscription issue.
Fixed missing new lines when adding notes in contact details.
Fixed live chat input zoom issue on mobile devices.
Fixed contact search issue in the contact panel.

Introducing SmartApp & Smarter Chat Widget

Mon, 26 May 2025 00:00:00 GMT

SmartApp

SmartApp lets you build custom apps directly inside ThriveDesk that connect with your own API. Want to display customer data from your backend or integrate information from your product? With SmartApp’s drag-and-drop app builder, you can create extensions without writing complex code.

This gives you full control to bring external data into your support workflows, so your team has everything they need in one place.

The chat widget has new items and settings that make managing and customizing your chat widget easier.

Improvements

Better experience in AI Copilot settings.
Updated Docs Detail section with clearer enable/disable controls.
Enhanced Public Articles section with improved UI feedback.
Added support for partial website crawls.
Improved navigation in the AI Engine layout for empty websites.
Added credit details API with updated WebSocket responses.
Updated cancellation logic for smoother handling.
Added partially_completed event to handle Firecrawl edge cases.

Bug Fixes

Fixed issue where Copilot would auto-enable all pages.
Toolbar positioning issues resolved.
Added appropriate error responses for better clarity.

Enhanced Editor, Smarter Chat Widget & Improved Live Chat

Wed, 14 May 2025 00:00:00 GMT

Enhanced Editor Experience

The editor now comes with a quick-access formatting toolbar positioned at the top. Styling has been unified across editor components with improved button states and updated icons for better consistency and accessibility.

You can now open articles via the chat widget API in multiple viewing modes. Read more about the chat widget article api on our help center.

Improvements

Optimized spacing around the launcher button when using a custom logo.
Improved live chat message loading by migrating local state to Redux for smoother performance.
Increased stacking order for AI Copilot and editor containers.
Saved replies are now updated consistently across all subscribers.

Bug Fixes

Fixed chat widget identify method so emails from parameters are stored and used correctly.
Resolved issue where docs would go blank after closing the chat widget with an article open.

Refactoring

Disabled unused status and assignee UI elements in thread actions.
Improved error handling and asynchronous logic for more stability.

Email Recipient Validation & Smarter Auto-Reply Detection

Mon, 05 May 2025 00:00:00 GMT

Validate CC and BCC Recipients

You can now add up to five CC or BCC recipients on an email, with validation to catch bad addresses before they go out.

Smarter Auto-Reply Detection

We’ve improved detection of “do-not-reply” email addresses so ThriveDesk won’t send automatic replies to them. That’s fewer responses bouncing into a dead inbox.

Improvements

Better validation logic for handling recipients in CC and BCC fields.

Bug Fixes

Removed unnecessary GitHub webhook logs.
Fixed GitHub workflow failure that affected production stability.
Fixed an issue where the saved reply list was not updating properly.

Instant Reply Revamp and Improved Chat Widget Accessibility

Sun, 27 Apr 2025 00:00:00 GMT

Alongside this, we’ve added attachment support in contact forms and live chat, ensured chat widgets are always visible, and improved brand logo display for a smoother experience.

Improvements

Redesigned Instant Reply with new UI and enhanced functionality.
Ensured the chat widget is always visible in the ThriveDesk app for seamless accessibility.
Added an option to allow attachments in contact forms and live chat interactions.
Fixed brand logo display issues for more consistent branding.
Migrated S3 server to Cloudflare R2 for better performance and reliability.
Enhanced launcher button with an RGB spinning animation for interactive engagement.
Improved chat experience by continuously displaying the agent’s face when connected.

Bug fixes

Fixed an issue where drafts were not deleting after reload.
Fixed a version update issue preventing smooth updates.
Resolved chat widget not found issue.
Fixed settings not saving correctly.
Fixed visitor map socket connection problems.
Fixed Instant Reply scrolling and styling issues.

Chat Widget Gets a Fresh Look & Smarter Features

Tue, 22 Apr 2025 00:00:00 GMT

Highlights

A completely redesigned UI for a modern, intuitive experience.
Added smooth animations across the interface.
Introduced tabs to the chat widget UI for better feature organization.
Improved message bounce information with a helpful tooltip.
Added a delete option in the search component for more control.
Introduced avatar with initials as a fallback when gravatar is unavailable.
Added an advanced AI engine section with extra settings and stability fixes.

Avatar with Initials Fallback

When a gravatar isn’t available, the system now generates an avatar from the user’s initials. Every user gets a recognizable profile image, so it’s easier to tell who’s who in a conversation.

Bug fixes

Fixed an issue where images were not showing when forwarding and viewing.

GitHub Integration Updates & Live Chat Push Reliability

Tue, 15 Apr 2025 00:00:00 GMT

GitHub Integration Updates

We’ve refined the GitHub experience with improvements to issue management, search, and overall reliability.

Improvements

Enhanced repo search with better cache handling for issues.
Added image support in the discussion box.
Displayed repository name, issue title, and status (Open/Closed).
Implemented redirect to sync URL for smoother navigation.
Added delete button functionality.
Added warnings when notifications are enabled.
Added loading spinners during save and update actions.
Updated pagination styling for a cleaner look.

Bug fixes

Fixed pagination issues when cached data existed in local storage.
Resolved stale cache issues when inbox or repository settings changed.
Fixed inconsistent behavior between search and get APIs during pagination.
Fixed incorrect API being called when search input was cleared.
Resolved mismatch in repository filter API and stale data shown after org change in setup.
Fixed WebSocket error when switching views quickly.

Live Chat Push Reliability

Live Chat push notifications have been upgraded for better delivery, security, and multi-agent accuracy.

Improvements

Migrated to the latest Firebase push notification system for improved reliability and SDK compatibility.
Improved security and stability by following Firebase’s best practices for token management.
Improved real-time unread count accuracy in multi-agent environments.

Bug fixes

Fixed invalid token format issues by storing proper FCM tokens instead of full subscription objects.
Updated service worker to handle background notifications correctly.
Fixed repeated “Chat accept” button and chat notification email issues.
Resolved browser push notifications not working due to outdated implementation.
Enhanced browser token saving logic to handle all cases and ensure push delivery.
Fixed issue with joining events triggering multiple times despite already being joined.

Knowledge Base Editor Fixes & Stability Updates

Mon, 07 Apr 2025 00:00:00 GMT

Bug fixes

Fixed an issue where table column width changes were not reflected in the article view.
Fixed a bug that caused “Block with ID Not Found” errors in the editor.
Fixed an issue where the search modal’s backdrop disappeared unexpectedly.
Improved the image zoom overlay for better readability.

Media Manager & Video Support for Knowledge Base

Wed, 26 Mar 2025 00:00:00 GMT

Animated Search Placeholder

We’ve added animated text to the search placeholder, so it suggests things people can search for.

Media Manager for Image & Video Blocks

Now you can easily add and manage images and videos directly in your Knowledge Base articles with full Media Manager support.

AI Engine Enhancements

Dynamic API Endpoint Settings: Configure API endpoints directly from the AI settings page for more flexibility.
Webpage Crawl Feature: Train your AI engine by crawling web pages and pulling in real content to expand knowledge coverage.

Improvements

Prevented stale cached data when switching tenants.
Added spam alert notifications for suspicious incoming emails.

Bug Fixes

Fixed an issue where forwarded messages were being clipped.
Fixed a bug where additional email bounce data from Postmark was not being fetched correctly.

New Editor for Knowledge Base

Thu, 06 Mar 2025 00:00:00 GMT

It’s faster to work in and easier to write and maintain articles with.

Consumer API for Articles

A new API is now available, allowing developers to fetch articles programmatically. This makes it easier to integrate your Knowledge Base content into apps, websites, or other platforms.

Improvements

Internal UI updates to deliver a more consistent accordion experience.

Bug Fixes

Fixed an issue where CC/BCC email validation wasn’t working correctly.
Fixed a bug with AI search logging, ensuring queries are tracked accurately.
Fixed a WooCommerce branding issue in certain views.
Fixed a bug where an empty body was being created when a signature was enabled.

AI Search for Knowledge Base

Sun, 16 Feb 2025 00:00:00 GMT

A knowledge base only helps when people can find the right article. This release adds AI-powered search to your Knowledge Base, along with UX improvements and bug fixes.

Improved AI Search Experience

We’ve enhanced the search experience with a cleaner UX, support for deleting past conversations, and the ability to share links directly from results.

Improvements

Optimized redirection logic for locale handling to deliver a smoother multilingual experience.
Performance improvements across the Knowledge Base for faster loading and responsiveness.

Bug Fixes

Fixed an issue where sidebar article ordering did not match the main content sections.
Fixed a bug where ordered articles only returned published content.

Stripe Integration

Thu, 06 Feb 2025 00:00:00 GMT

Now you can connect Stripe directly to ThriveDesk. Access customer billing details and transaction history right inside your workspace to provide faster, more informed support.

Auto-Fetch Last Ticket

When revisiting a customer, the system will now automatically pull their last ticket, giving you immediate context and saving time.

Improvements

Improved tab and popover components for a more consistent and modern interface.
Conversations now auto-advance, so you move straight to the next one.
CC recipients are kept in conversations instead of being dropped.

Bug Fixes

Fixed an issue where the message body disappeared in thread view.
Fixed a problem with the automation inbox dropdown width, ensuring it displays correctly.
Fixed a bug with the conversation navigator skeleton, which wasn’t loading properly.
Fixed a message sending issue on the create conversation page.

Paddle integration

Sun, 26 Jan 2025 00:00:00 GMT

ThriveDesk now connects with Paddle, so your support team can see subscription and payment details without leaving a conversation.

Paddle Integration for ThriveDesk - Customer Support for SaaS

Fewer tabs to juggle: Handle Paddle-related support without switching between tools.
Faster, better-informed replies: Answer billing questions with the customer’s details already in front of you.
Scales with you: As your customer base grows, ThriveDesk keeps up with higher support volume.
Dashboard visibility: View all subscription-related information directly from your support dashboard.
Instant access: Check subscription status, plan details, payment amounts, next billing dates, and payment methods—all in one place.
Less back-and-forth: Your team has the billing context on hand, so there’s no need to go ask for it.

ThriveDesk Changelog

The Editor, Rebuilt

Fresh Minimal UI

Resize It Your Way

Preview Without Opening

Smarter Drafting

Markdown + Slash Commands

Redesigned Knowledge Base Search

Variable Chips

Bring Your Own AI Key

How to Connect

Smart Fallback

How AI Credits Work

Introducing Block Rules and Spam Protection

Blocking Rules

Exceptions

Mark as Spam From Any Ticket

Unspam is Just as Easy

Introducing Schedule Reply

How It Works

Send Conditions

Timezone-Aware Scheduling

Manage Everything from the Later Queue

Snooze Conversations

✨ Snooze From Anywhere

Natural Language Time Input

Two Snooze Conditions

Managing Snoozed Conversations

Timezone Setup

Undo Send — Take Back a Reply Before It’s Too Late

How It Works

Configurable Cancellation Window

Custom Fields Now Work with the Chat Widget

✨ What’s New

💡 Use it to:

Improvements & Bug Fixes

Core

Knowledge Base

Mobile App

Introducing Custom Fields for Tickets

Why Custom Fields?

New Field Types – No Code Needed

In-Ticket Experience

Learn More & Get Started

Introducing iOS App v2.0

Redesigned Conversations List

New Conversation Detail Screen

Floating Quick Action Bar

New Reply Editor

Easier Navigation

Whats next?

Introducing Split Conversations: Create Focused Threads With One Click

How It Works

WordPress Plugin (Version 2.1.5)

Android App Update

Improvements & Bug Fixes

Fix bad subjects

Renaming a subject – does it alter the conversation for client?

Merge Bulk Conversations, Unified Inbox & Chat Widget API Update

Merge Multiple Conversations at Once

Inbox Enhancements

Chat Widget API Update

Improvements

Bug Fixes

Live Chat Comes to Android

💬 Live Chat — Reimagined

⚡ Major Features & Improvements

🧭 UI & Theming Enhancements

🪄 Stability & Fixes

Introducing the ThriveDesk AI Experience

Unified AI Interface

Instant Embedding

AI Playground

Chat With Your Files

AI Identity

Smarter Knowledge Handling

Bug Fixes

Disable Auto-Advance Ticket and Android App Update

Disable Auto-Advance to Next Ticket

Mobile App – Android